Alexandre Sbragia, SVP engineering airline solutions at Amadaeus cautions that "AI is not a complete solution. Because of its inherently probabilistic nature, AI cannot on its own provide the level of predictability, trust and precision that airlines require to operate their core processes."
He concludes that AI's effectiveness - and true power - depend on tight integartion with trusted systems of record and high-quality data.
The above comment extracted from the paper, Airlines in the agentic age, might paint an industry not fully trusting of the technology, but the reality is that airlines have identified use cases where AI can be used reliably.
So much so that agentic AI has moved from aviation’s strategic wishlist to its next operational layer, with a new report from Amadeus arguing that airlines are now at an inflection point.
The study maps where autonomous “agents” can deliver value immediately, and which first steps can turn pilots into durable advantage.
In business terms, the message is clear: airlines are ready to deploy against predictable, high-impact workflows. The report identifies five practical use cases already generating momentum across customer service, distribution and e-commerce.
Among the most striking is automated voice rebooking. Trials suggest an AI agent can interpret a traveller’s verbal change request, identify the booking, propose options, explain the fare difference and initiate payment—while handling calls in the passenger’s preferred language.
Amadeus says it has tested the technology successfully and is now prepared to move into production. In a sector where call centres remain a cost centre and queues a reputational risk, the commercial logic is compelling.
Where the operational payoff looks fastest is turnaround management. Here, teams of AI agents can monitor maintenance status, crew availability and re-fuelling progress, then recommend an integrated plan to improve decision-making and planning cadence. Icelandair and Southwest Airlines are described as exploring AI-enabled decision support to reduce friction in one of aviation’s most time-sensitive processes.
The distribution and revenue agenda is equally prominent. “Agentic commerce” is positioned as a way to plan, book and service customised trips across digital and contact-centre touchpoints.
Meanwhile, intelligent digital marketing agents can identify underperforming routes, generate ad concepts and allocate spend across channels before executing and reporting results—compressing the marketing cycle from planning to action.
Amadeus also highlights how agentic systems can enable personalised offers and customer experience by moving beyond static rules and tackling fragmented data. The report argues that orchestration—aligning individual needs with airline priorities—could reshape how offers are packaged and delivered.
Crucially, the adoption path is not framed as a technology rollout but a governed transformation. Amadeus recommends airlines build strong data foundations first, select workflows where measurable impact is likely, and put governance in place to scale responsibly.
As Cyril Tetaz, EVP Airline Solutions at Amadeus, puts it: “Over the next 18 months, most airlines will move from exploration to real-world deployment.”
“We expect agentic AI to improve almost every airline workflow, from network planning to customer service." Cyril Tetaz
